Complaints

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been attempting to return my recent Comfort Shoe Club $108.75 order (***************) for over 3 weeks now, as the shoes are too small. I submitted my request for a free *** return shipping label on July 26 or 27, 2022, but never received it despite their website saying it would take 10 minutes to process. I called their Customer Service number ************** several times every day for the next 6 days, but always got a recording that all representatives were "busy." I finally connected with representative **** on Friday Aug 5, 2022 who informed me they were experiencing major computer problems. **** verified my information (including mailing address) and assured me she would send the return label out "manually." She also said I should not worry if my shoes were not returned within the allotted time as stated on the Comfort Shoe Club website. As of today, Monday August 15, 2022, I have not receive the return label, nor have I received any emails (except promotions) from them, and nothing has arrived via ** ****** *******. I tried submitting a new return request on their website, but again, no label, and despite calling Customer Service number several times a day, I always got the same "busy" recording. I did leave several messages, but got no reply. I just attempted to email Customer Service to pursue this issue, but each time, the email listed on their website ************************ bounced back, saying that address does not exist. Their other email ********************** also bounced back as not existing. Can you please help me with this issue? I would like to send the shoes back and get a refund of $108.75. Thank you!

  Business response

  08/16/2022

  I spoke with **** personally this afternoon, regarding the sending of the return forms. Our system used to send them automatically, but is not currently working correctly. I had been able to send them manually through our system, but apparently that is now not working as well.

  I told **** that when I received her emails I had sent out the emails, and yesterday, sent her hard copies through the mail. I also informed her as soon as we receive the return we will issue the credit asap.

  We hope to have these computer issues solved soon.

  Customer response

  08/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I finally received my return labels and my refund,

  
  Regards,
  
  **** ******

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased shoes from Comfort Shoe Club on April 7, 2022. I would like to return them. Comfort Shoe Club advertises on their web site that they offer free returns. Just fill out the form and they will email you a prepaid *** shipping label within 10 minutes 24 hours per week. I filled out the form on April 30, 2022. I am still waiting for my return label. I have called them at ************** and left a message multiple times. I have emailed them at ************************ and at **************************. I have gotten no response. I want to return the shoes and receive a refund of my purchase price of $108.75

  Business response

  05/12/2022

  As soon as I became aware that she couldn't get the
  return forms automatically, I sent her the forms manually. We just
  received them
  back yesterday, and she has already been refunded. I also followed up
  with a phone call and spoke directly with her and apologized for the
  troubles.

  Customer response

  05/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    I have purchased many shoes from Comfort Shoe Club and this was the first issued I have ever had with them.  A representative from Comfort Shoe Club called me and informed me that that they were having severe computer issues, and apologized for the delay.  I accept their response, and I will do business with them again.  I have received my refund.
  
  Regards,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩